If you have a complaint or are unhappy with the service you have received from us following an online enquiry, we encourage you to contact your lawyer/financial adviser or the named person responsible for your matter in the first instance. You can do this here.
1. If the problem is not resolved, you have the right to complain to the Risk and Compliance Partner who will implement our internal Complaints Procedure, a copy of which will be supplied to you at the time.
2. Legal Ombudsman
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you have a right to complain to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007, that deals with legal services complaints.
You have six months from the date of this (our final) letter in which to complain to the Legal Ombudsman.
3. Alternative Dispute Resolution
Alternative complaints bodies such as Ombudsman Services, ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman as above.
4. ODR Platform
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.
The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.
The website address for the ODR platform is: http://ec.europa.eu/odr